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A measurement system tied to compensation motivates telephone associates to achieve “Quality Days” to minimise variance. However, this causes little initiative for changes as associates will not want to jeopardize their bonus. This may leads to stagnation which creates a barrier to measurement/service improvement. UCS process improvement system provides immediate feedback to maintain the quality service. However, daily feedback adds constant pressure to may over push associates (leading to high staff turnover etc). Daily meeting also adds on to the high monitoring cost.
UCS system is a quality system than just a compensation system...
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